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Rosenthal Fairfax Volkswagen - Service Center

Fairfax, VA

1.9
33 Lifetime Reviews Review Dealership

33 Reviews of Rosenthal Fairfax Volkswagen - Service Center

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June 07, 2019

"Horrible Service After the Sale!"

- Marine CWO

I purchased a 2019 Passat SE R-Line from this dealership in Nov 2018. I am an active duty Marine stationed in Quantico, so there are definitely closer dealerships, but I was able to negotiate a fair price with Fairfax VW (probably bc it was the last day of the month). So, I made the 1 hour drive to purchase the car. The sales experience was okay, nothing stellar but not horrible either. Within a week of purchasing the car, the remote start system stopped working. I made an appt and took the car into their service department to get looked at. I waited for over 5 hours even though I had made an appt and we were never offered any type of courtesy shuttle service or a loaner vehicle. I had my 10 year old son with me and we had to walk 20 minutes down the road in heavy traffic to go get something to eat. After 5 hours of waiting, I was told it was due to a software issue and that VW was currently working on a solution. I expressed my frustration to the Service Manager, Gary Mellett and the Sales Manager (didn't get his name), and I was promised in writing that I would receive two months of car payments from the dealership for my troubles. Long story short, its now been 7 months and there is allegedly still not a solution for the "software issue." I went through the coldest months of the winter in Northern VA without a functioning remote vehicle starter, despite this being one of the main reasons for purchasing the car in the first place. Now we are getting into the hot months of summer and my car's remote start still does not work. To add insult to injury, the dealership has become completely unresponsive to my calls for information. I have called at least once a month, speaking to a different service rep each time, who all seem oblivious to the alleged software issue. Every time I have called I have asked to speak to the Service Manager, Gary Mellett, and every time he is allegedly not available, or in a meeting. I have asked the service rep to leave a message for Gary to call me and have called Gary's direct line and left messages. To no surprise, he has never once returned my call. Lastly, surprise, surprise, I only received one check for one month's car payment, not the two I was originally promised. Since I have it in writing and the dealership is being unresponsive, I have filed claims with VW Corporate and the Better Business Bureau. If this doesn't resolve the issue, I will seek legal action. Bottom line: DO NOT BUY FROM THIS DEALERSHIP! They only want your money and don't care anything about you once the sale is complete and they have it. Take your business else ware.

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Recommend Dealer
No
Employees Worked With
Gary Mellett
Jul 30, 2019 -

Rosenthal Fairfax Volkswagen responded

We are truly sorry to hear about your experience with us and appreciate you bringing the matter to our attention. If this has still not been resolved please let us know. Our email is careteam@fairfaxvw.com. Sincerely, Fairfax Volkswagen

February 15, 2019

"This place is a scam"

- amccullough

Zero stars is more accurate. At the end of December our VW Routan decided to not start. As we'd had erratic starting and electrical issues with the car prior to it not starting at all, we were confident that there were some serious issues so we had the car towed to this dealership since we bought it from them. We alerted them of all the issues, but they diagnosed it as a battery issue and we authorized them to replace it ($294). When I went to pick up the car, it started and then it stalled. I eventually got it started but I alerted the technician and he said to take it home anyway since it did eventually start. So, I took it home. The next morning the car wouldn't start at all. I had it towed back to the VW dealership. Upon their 2nd diagnosis, they told me it was definitely the TIPM but they were going to have a VW engineer look at it to make sure nothing else was wrong. A couple of days later, they informed me it was NOT the TIPM but the fuel pump. So, I had them replace the fuel pump ($944). Three weeks later upon pick up - it started then stalled. Then it would crank but not turn over, the VW technician witnessed this as well and tried himself with the same result. I refused to take the car with these issues, so they kept it to test. The next day they said they couldn't replicate so they made us take it home. The next day the car stalled AS I WAS DRIVING WITH KIDS IN MY CAR! Luckily, I was able to glide the car over to the side of the road. I immediately called VW and the lady (Terri) said she'd send a tow right away and call me back, this was at 9am. I waited for about 30 mins for a tow truck or a phone call - she did not call me back until 11:08am. At this point, I had already gotten myself home. After $1200+ and a month of being without our family van, it is STILL NOT FIXED. Their solution is for me to bring the car back to them...undoubtedly so they can charge me MORE to NOT FIX MY CAR. We had planned on using our Routan for a very long time, but at 77k miles...it's now worthless.

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Recommend Dealer
No
Employees Worked With
Terri, Greg
December 31, 2018

"OVERCHARGED UP THE WAZOO!"

- D J

*BEWARE* ~$1,200 for Volkswagen Passat Automatic Transmission Oil Cooler Line Replacement (Two connected metal Slim Jim sized pipes). ~$300 for Parts and ~$900 for Labor. I got totally scammed even as a repeat customer. I have had my VW Passat serviced by them multiple times but this will be the last for sure. Find another place to service your car unless you want to be overcharged an exuberant amount of money for a minor repair. In addition, it took exactly 9 days for me to get my car back (they ordered the wrong parts, were "too busy" to fix my car after they got the right parts) and I couldn't get a loaner car because it was a Saturday? A huge double whammy and spit to the face with loss wages as well. *YOU HAVE BEEN WARNED!*

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Recommend Dealer
No
Employees Worked With
Leon
Jan 13, 2019 -

D J responded

**UPDATE 1/13/19** Per your request on my Google review, I sent an email on 1/2/19. I have NOT received any email response as of 1/13/19, however you responded to my other reviews on other websites since then (Yelp and DealerRater). Per your request on the other websites, I have sent ANOTHER email today (1/13/19).

November 13, 2018

"Finding an electrical fault to my 2008 Touareg"

- BenoitG

Took in my 2008 VW Touareg over 3 weeks ago with a wetness in wiring issue that blocked the shifter in the Park position and not given any solution yet.... Never getting straight answer and a huge feeling we are getting the run around so they can come up with a huge bill for something they probably knew on day one. Every time we call or stop by to inquire on progress I get the feeling they are having fun with this.... Will never go back there, will never ever recommend this to anyone.

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No
Employees Worked With
Alex Clayton
October 26, 2018

"DON'T COME HERE FOR SERVICE!!! Worst exp ever"

- Nicole Liu

WARNING - DON'T COME HERE FOR SERVICE!!! We drop our car here in the morning and picked it up at~6:30pm. On our way back home we noticed the turner to adjust the mirror was broken - the "nob" was gone. Since it's already late, I decided to call them the following day. When I called them, Carrie the service rep told us we can not prove they broke it, she can only give us an estimate and the dealership would not cover the cost. I expressed my concern in a polite way and said I am very upset and I thought they should be honest with us. she said, "I am not here to listen to your opinion." ?????? She did not even bother to say she is sorry to hear that or sorry I feel that way. I cannot believe this is from a "Service Rep". Worst service no doubt. so, if you do not want someone break your car parts, tell you that you need to pay them to get it fixed, and tell you they are not there to listen to your opinion, then DO NOT COME HERE. Very upset. Zero star for service and their service rep Carrie.

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Recommend Dealer
No
Employees Worked With
Carrie
Nov 08, 2018 -

Rosenthal Fairfax Volkswagen responded

Nicole, A member of our team should have reached out to you. If this did not occur please let us know. Thank you, Fairfax Volkswagen

April 14, 2016

"Outstanding service provided by Leon King"

- NANIMENDEZ

Mr. Leon King is my Service Manager. He is wonderful to his clients. He treats me when I call or in person as if I was the only client he has. He is very professional with his clients. I have a 4 year lease, still have 2 years left on my lease. If I am treated in the dealership with the same professionalism as I am treated by Leon I will purchase my car there. I already know what car I will be getting when my lease is up and also would like to keep Leon as my Service Manager. I am just counting the days left on my lease to purchase my next car, which will probably be the last car I will purchase due to my age. Thank you Leon for your help. I also want to thank the service staff. Without an excellent staff Leon would probably be unable to give the outstanding service he now gives his clients.

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Recommend Dealer
Yes
Employees Worked With
Leon King
Apr 14, 2016 -

Rosenthal Fairfax Volkswagen responded

Nanimendez, Thank you for this excellent review and for your patronage. We look forward to assisting you with your Service needs as well a possible purchase in the future. We strive to provide personalized service and are glad that Leon is giving you just that. All the best, Fairfax VW

March 07, 2015

"Leo King is the best service representative I have seen"

- Fei Li

Since I have written a review for my new Tiguan SEL car bought from this dealership, I think I should state my own experience with the service department. We came to Virginia in 2007 (8 years ago) from New Jersey with a Jetta 2006. When we arrived at Virginia, we located Fairfax VW to have our Jetta service. Initially, we had our car served with any service representative available. Soon, we realized that Leo King is the best one and we asked him for the service when our car needs one. Leo King is really friendly and professional. We get warm welcome any time when we stopped by and he always gives us quick and efficient service.

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Recommend Dealer
Yes
Employees Worked With
Leo King
Mar 09, 2015 -

Rosenthal Fairfax Volkswagen responded

Hello again Fei, Thanks for taking the time to review our service department as well--sounds like you've had great service with Leo! We look forward to continuing to service your VWs in the years to come. Have a great day! Best, Fairfax VW

May 29, 2014

"Disappointing experience"

- Lisastern

My experience as a VW owner has been terrible. With only 42K miles, my 2011 Jetta needs $1,800 of service and the dealership has refused to help defray the costs of the repair. I have tried endlessly to contact anyone from VW of America but cannot seem to get a return phone call or person to contact. There should not be major computer failures in any well built car that is less than 3 years old. If it was unusual, VW and/or the dealership should be willing to stand behind their product. My Jetta has had problems since I purchased it and I would never buy a VW again.

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No
Jun 04, 2014 -

Rosenthal Fairfax Volkswagen responded

Ms. Stern, We're sorry for the experience you've had. To our knowledge, our Social Media Manager attempted contacting you to direct you to an individual who might be able to help. Would this be correct? We understand your frustration, and there's not much else that can be done if the vehicle is no longer under warranty. Regards, Fairfax VW

March 04, 2014

"We have used Rosenthal Fairfax service for over two years..."

- ellijoe

We have used Rosenthal Fairfax service for over two years and are consistently happy with price and quality. Leon is an awesome service manager! We usually wait and he's great about checking in on progress while we're waiting and answering questions. Making an appointment is never a challenge as they are always accommodating and flexible with appointment times. Service can usually take a bit of time, but free wifi, comfortable seating in the waiting area, and free coffee certainly help! In addition, the waiting room is always super clean. Recently, when in need of new tires for our GTI, we priced Costco, NTB, and others to see if we could save a bit. However, the research was in vain. In the end, the quote we got from Leon was on point with all the others, so it made no sense to go anywhere else. In the end, the final bill was about $20 less than quoted and less overall from anywhere else we had checked. We use Rosenthal Fairfax for routine maintenance, as well as for other services and auto body repair. Last summer, after a run-in with an SUV in a parking lot, our GTI was in need of some front-bumper work. The other driver's insurance was covering the cost through Progressive and we set up service through Rosenthal Fairfax's auto body shop. Leon helped to coordinate the service and the auto body shop worked directly with Progressive to take care of the whole thing. We literally dropped off the vehicle at the dealership, met Enterprise there for our rental, and dropped off the rental at the dealer a week later when we picked up our car. We felt like there was more we needed to be doing and even called the folks at the Rosenthal's auto body shop. Our questions were answered and anxieties put to rest, these folks were professionals did such a great job. Our car looked great and we felt well taken care of throughout the experience.

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Recommend Dealer
Yes
Employees Worked With
Leon
Mar 05, 2014 -

Rosenthal Fairfax Volkswagen responded

ellijoe, Thanks again for another great review! We're glad that our service and sales departments have impressed you this much. Please let us know if there is anything we can do for you in the future!

October 24, 2013

"Great waiting area, very attentive and compassionate..."

- aprilb1979dam

Great waiting area, very attentive and compassionate staff-- especially Leon King. When the service dept. had to order my part, they offered to give me a loaner-- but living in Northern VA, that gave me a lot of anxiety. Leon had them put my car back together for me until the part came in. His sense of humor and smile made the costly repair a bit easier to bear. The repair ended up being a bit less than I was originally quoted, so that's always a plus :)

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Recommend Dealer
Yes
Employees Worked With
Leon King
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